The framing effect has nothing to do with picture framing (picture framing…is that still a thing?). The framing effect is actually a mental shortcut where we make decisions based on how information is presented, rather than the information itself. It's a type of cognitive bias that can be influenced by positive or negative wording, the situation and the settings we find ourselves in.

The ability to listen is a seriously underrated quality and it’s a skill that not all businesses have mastered. Despite the many channels, tools, and technology available to enable us to really hear what our customers are telling us, we still often just skim the surface.

The ability to listen can be the catalyst for cultivating satisfied and loyal customers or for creating a level of frustration that can only be relieved by customers walking away.

A headshot of Katie Stabler

Katie Stabler

So why, when listening to our customers is so incredibly invaluable, do organizations still fall short?

Here, Katie Stabler explores some of the lesser-discussed reasons that a business might be unable to hear what its customers have to say.

I recently joined Call Centre Helper to talk about how to manage seasonal peaks - all businesses experience fluctuations in demand - here are three tips to prepare you for when the tide hits.

It’s been a strange year indeed. The ongoing impact of the pandemic has left businesses and customers alike in unfamiliar and uncertain circumstances. But hope is not lost; there is opportunity amongst all of this uncertainty.